H04M3/42—Systems providing special services or facilities to subscribers

H04M3/42221—Conversation recording systems

Abstract

Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction. The invention as described herein provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference. Typically, the person with whom the transaction is conducted provides live voice data that is stored in a first data store, while a live operator interacting with the person transcribes this voice data for storage as text data in a second data store. The invention focuses on ensuring consistency between the address information as stored in these two different data stores for the purposes of both quality assurance and fraud prevention. Apparatus and computer readable media implementing the above-described method are also provided herein.

Description

FIELD OF THE INVENTION

The present invention is generally related to data verification and more specifically, is related to methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction.

BACKGROUND OF THE INVENTION

There are various instances when a caller contacts or is contacted by a call center. Such contacts can relate to an inquiry about goods and/or services offered by merchants. While interacting with the call center, the caller can provide live voice/speech data to the call center, for example, to conduct a transaction with the call center. Part of the data pertinent to such a transaction is a delivery address associated with goods/services ordered by the caller. There are a number of limitations associated with ensuring at the delivery address is proper such as not capturing the information correctly. As such, what are needed are methods, apparatus, and computer readable media that ensures that a live operator is accurately capturing the address data as spoken by the caller, both for quality assurance purposes and for anti-fraud purposes.

SUMMARY OF THE INVENTION

The present invention relates to methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction.

In one embodiment, a computer-based method of verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format includes at least the following: locating the first shipping address information as stored in the first format, comparing the first address information to the at least second address information as stored in the at least second format, quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, and dispositioning the transaction according the difference.

In another embodiment, an apparatus for verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format including at least the following: means for locating the first shipping address information as stored in the first format, means for comparing the first address information to the at least second address information as stored in the at least second format, means for quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, and means for dispositioning the transaction according the difference.

In a further embodiment, a program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format comprises at least the following: locating the first shipping address information as stored in the first format, comparing the first address information to the at least second address information as stored in the at least second format, quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, and dispositioning the transaction according the difference.

BRIEF DESCRIPTIONS OF THE DRAWINGS

FIG. 1 is a block diagram of apparatus constructed according to an illustrative embodiment of the invention.

FIG. 2 is a flowchart of an overall process flow provided according to an illustrative embodiment of the invention.

FIG. 3 is a flowchart of an overall process flow provided according to another illustrative embodiment of the invention.

FIG. 4 is a flowchart of an overall process flow provided according to another illustrative embodiment of the invention.

FIG. 5 is a flowchart illustrating a thresholding/dispositioning process provided according to an illustrative embodiment of the invention.

DETAILED DESCRIPTION OF ILLUSTRATIVE EMBODIMENTS

FIG. 1 is a block diagram of apparatus constructed according to an illustrative embodiment of the invention. As shown in FIG. 1, a caller may use conventional telephone equipment (both shown collectively by the reference numeral 110) to contact, or be contacted by, a call center 120, for example to order or inquire about goods and/or services offered by merchants who are clients of the call center 120. While interacting with the call center 120, the caller 110 provides live voice/speech data 115 to the call center 120, for example, to conduct a transaction with the call center 120. Part of the data pertinent to such a transaction is a delivery address associated with goods/services ordered by the caller 110. To facilitate processing this transaction, the call center 120 forwards the live voice speech data 115 to various entities within the call center 120. One such entity is a live operator using conventional call center telephone equipment to access call center resources, both shown collectively by the reference numeral 140. Another entity is speech record data store 130, which stores an archive copy of all speech or voice communications received from the caller 110. Speech record data store 130 can be implemented using any number of commercially available database management programs. Suitable programs are available from vendors such as Microsoft Corporation of Redmond, Wash., IBM/Informix, and others. The speech record data store 130 functions according to the invention to provide on demand a speech record of the address data as spoken live by the caller 110, which speech record is represented collectively by the reference numeral 115a.

Live operator 140 utilizes the resources of the call center 120 to conduct the transaction with the caller 110. One of the functions assigned to live operator 140 is to process speech/voice data 115 received live from the caller 110, and transcribe the same for storage as text/keystroke data 145 in a text record data store 160. Text record data store 160 may be implemented using similar technology to that discussed above for implementing speech record data store 130. Both speech record data store 130 and text record data store 160 may be hosted on the same computer hardware, or may be hosted on separate, respective computer hardware. Suitable host hardware is the Tandem™ server available from Compaq Corporation (www.compag.com); however the invention is not limited to such servers and may be practiced using other hardware. In essence, the speech record data store 130 stores speech or voice data 115 as captured live from the caller 110, while the text record data store 160 captures corresponding text/keystroke data 145 as entered by the live operator 140. The text record data store 160 provides on demand a text record of address data as entered by the live operator 140, represented collectively by the reference numeral 145a. As understood by those skilled in the art, the text record data store 160 and the speech record data store 130 can be indexed by a unique transaction identifier, such that respective text data and speech data associated with a specific transaction can be extracted using the transaction identifier as a unique key or index.

Conversion/comparison apparatus 150 is coupled to receive the speech record 115a from the speech record data store 130, and the text record 145a from the text record data store 160. The conversion/comparison apparatus 150 functions to ensure that the contents of the text record 145a as captured by the live operator 140 is substantially consistent with the corresponding contents of the speech record 115a as stored in the speech record data store 130. In this manner, the conversion/comparison apparatus 150 ensures that the live operator 140 is accurately capturing the address data as spoken by the caller 110, both for quality assurance purposes and for anti-fraud purposes. The conversion/comparison apparatus 150 generates a difference signal 155, which indicates any difference detected by the conversion/comparison apparatus 150 between the speech record 115a and the text record 145a.

Those skilled in the art will understand that the various components shown in FIG. 1, such as the live operator 140, the speech record data store 130, the text record data store 160, and the conversion/comparison apparatus 150, may be provided either within or without the physical premises of the call center 120. Specifically, the live operator 140 may be employed as either an on-site operator reporting for on-site duty at the call center 120, or may be a home or remote agent who accesses resources of the call center 120 while working at a physical location remote from the call center 120. While the invention as described herein is equally applicable to an on-site implementation at the call center 120 or a home agent implementation, the invention may have particular utility as applied to the home agent context, wherein the home agent processing calls from caller 110 is not under immediate physical supervision by supervisory personnel.

FIG. 1a is a block diagram providing additional detail regarding the conversion/comparison apparatus shown in FIG. 1. As shown in FIG. 1a, the conversion/comparison apparatus 150 includes speech/voice to text conversion apparatus 152 and text comparison apparatus 154. The speech/voice to text conversion apparatus 152 receives the speech record 115a as shown in FIG. 1, and converts this input speech/voice to a text equivalent, shown by the reference numeral 153. Technology suitable for implementing the speech/voice to text conversion apparatus 152 is commercially available from a variety of vendors, such as Nuance Corporation, whose web site is posted at the URL www.nuance.com. Similar voice recognition or speech-to-text technology is available from other vendors as well, and those skilled in the art will understand that the invention as described herein is not limited to technology provided by any one vendor.

Text comparison apparatus 154 receives as input the text equivalent data 153 generated as output by speech/voice to text conversion apparatus 152. The text comparison apparatus 154 receives as further input the text record 145a shown in FIG. 1. Text comparison apparatus 154 functions to compare the text equivalent 153 of the spoken address data to the text record of the address data 145a as entered by the live operator 140. The differences between the text comprising these two inputs are output as the difference signal 155. The processing performed by the apparatus shown in FIG. 1a may be performed either in real time with the transaction being conducted with the caller 110, or in a batch process executed after the fact.

Those skilled in the art will recognize that shipping or delivery address information in the context of the transaction environment described above typically includes street address, city, state, and zip code information. Speech/voice to text conversion apparatus 152 as shown in FIG. 1a can be adapted to use key words, panels, or other similar indexing mechanisms to locate and extract the speech and/or voice data spoken live by the caller 110 corresponding to each of these fields, and to convert the same into equivalent text input to the text comparison apparatus 154. The text comparison apparatus 154 can then do a field-by-field text comparison of the text record data 145a to the text equivalent data 153, and quantify or store the differences between each field. As discussed in further detail below, depending on the level of differences between the various fields in the address data, various follow-up actions may be taken to disposition the underlying transaction with the caller 110.

FIG. 2 is a flowchart of an overall process flow 200 provided according to an illustrative embodiment of the invention. As shown in FIG. 2, the process 200 includes locating address data as stored in a first format (block 210), comparing this address data to address data stored in a second format (block 220), quantifying the difference therebetween (block 230), and dispositioning a transaction conducted with the caller 110 in response to this difference (block 240).

According to various embodiments of the invention, the method can include converting a voice- or speech-based representation of the address data 115a to a text equivalent 153, and comparing that text equivalent 153 to the corresponding keystroke data 145 entered by the live operator 140. FIG. 3 is a flowchart of an overall process flow 300 provided according to such an embodiment of the invention. As shown in FIG. 3, the method includes at least the following. At block 310, the method locates address data as stored in a text record 145a by the live operator 140. At block 320, the method locates a speech record 115a of the address data as stored within speech record data store 130. At block 330, the method converts the speech/voice record 115a to a text equivalent 153, using, for example, speech recognition or speech-to-text technology available from a variety of vendors as discussed above. At block 340, the method quantifies a difference between the text record 145a obtained from the text record data store 160 and the text equivalent 153 obtained above from the speech/voice record 115a as stored in the speech record data store 130. At block 240, the method dispositions the underlying transaction in response to the above difference between the text record 145a and the text equivalent 153.

According to other embodiments of the invention, the method can include accessing the speech record 115a of the address as spoken by the caller, and comparing it directly to the corresponding text record 145a. FIG. 4 is an overall flowchart of a process flow 400 provided according to such an embodiment. In this embodiment, the method 400 includes at least the following. At block 410, the method locates the address data 115a as stored in the speech record data store 130. At block 420, the method located corresponding address data 145a as entered by the live operator 140 in the text record data store 160. At block 430, the method compares the address data 115a from the speech record data store 130 to the address data 145a as stored in the text record data store 160.

The comparison represented by block 430 can include a manual comparison, wherein supervisory personnel at the call center 120 may listen to the speech record 115a obtained from speech record data store 130, while also reviewing the corresponding text record entry 145a from the text record data store 160. Conversely, the comparison represented by block 430 may include utilizing a text to speech conversion engine, which is available from a variety of vendors (including Nuance), and feeding the output of this engine to an automated function that compares this output to the corresponding speech data 115a obtained from the speech record data store 130.

At block 440, the method quantifies any differences located between the speech record 115a of the address data as stored in the speech record data store 130 with the corresponding text record 145a for the address data as stored in text record data store 160. In essence, the quantifying process 440 illustrated in FIG. 4, along with the similar processes 230 and 340, shown in FIGS. 2 and 3 respectively, include generating a score or other quantifying mechanism suitable for indicating how closely the various data fields comprising the respective address data as represented in the text record data store 160 and the speech record data store 130 match. An illustrative embodiment of this processing is shown in FIG. 5 below, and is discussed in more detail therewith. In block 240, the method dispositions the transaction in response to the difference between the address data as represented in the speech record data store 130 and the text record data store 160.

FIG. 5 is a flowchart illustrating a dispositioning process provided according to an illustrative embodiment of the invention. As shown in FIG. 5, the dispositioning process 240 shown in FIGS. 2, 3, and 4 may function as follows. At block 242, a difference between city/state data as contained in the text record 145a and the speech record 115a is evaluated and scored. If there is a significant difference between the city/state data in these two records, processing proceeds to block 244, where the underlying transaction is flagged to indicate this status. Typically, a significant difference (more than a mere typographical error) between city/state data in the two records would indicate a possibility of either fraud committed by the live operator 140 (deliberately misdirecting goods/services ordered by the caller 110 to the live operator 140), or some other type of quality control issue involving the specific live operator 140. To address such issues, the method advances to block 246, where an action is taken regarding the agent 140 in real time with the processing of the transaction with the caller 110. Depending on the severity of the difference between the respective address fields, the live operator 140 may be taken off line and prevented from handling further interactions with caller 110 or other subsequent callers 110, with the interaction with the present caller 110 possibly being resumed by supervisory personnel. Depending on the resolution of the situation, the live operator 140 may be placed back on line later on, if circumstances warrant.

At block 248, the method can include correcting the text record 145a the text record data store 160 for the current transaction. This correction may be facilitated by reviewing the corresponding voice/speech record 115a pertaining to the current transaction, which is stored in speech record data store 130, or by entering the text equivalent data 153 directly into the text record data store 160. The processing represented by block 248 may be conducted either manually by supervisory personnel, or may be part of an automated process. Alternatively, as represented in block 252, the underlying transaction may be held in a suspended status pending review and resolution of the above-described issues, and not be forwarded to fulfillment, if at all, until the above issues are resolved. If such issues can be resolved without additional contact with the caller 110, processing proceeds to block 248 as described above, and then proceeds to block 250, where the corrected transaction is forwarded to fulfillment.

If it is not possible to resolve the situation any other way, the method proceeds to block 253, which represents an outbound contact to the caller 110 to clarify the details of the transaction, including the shipping address to which the goods/services ordered by the caller 110 should be directed. Once these details are clarified, the method proceeds to block 250, where the corrected transaction is forwarded to fulfillment.

Returning to evaluation block 242, if there is no significant difference between the city/state data as represented in the speech record 115a and the text record 145a, processing proceeds to block 254. As represented at block 254, the method evaluates whether any significant difference exists in the street address portion of the text record 145a and the speech record 115a. If a significant difference exists, processing proceeds to block 256, where supervisory personnel or an automated process may review this address data in a batch or other type of process. As represented at block 258, any errors in the street address are corrected as necessary, either manually by supervisory personnel, or automatically in a batch type process. The corrected transaction is then sent to fulfillment, as represented by block 250.

Returning to FIG. 2, the program of instructions can be loaded and stored onto a program storage medium or device 201 readable by a computer or other machine, embodying a program of instructions executable by the machine to perform the various aspects of the method as discussed and claimed herein, and as illustrated in the Figures. Generally speaking, the program storage medium 201 can be implemented using any technology based upon materials having specific magnetic, optical, semiconductor or other properties that render them suitable for storing computer data, whether such technology involves either volatile or non-volatile storage media. Specific examples of such media can include, but are not limited to, magnetic hard or floppy disks drives, optical drives or CD-ROMs, and any memory technology based on semiconductors or other materials, whether implemented as read-only or random access memory. In short, this embodiment of the invention may reside either on a medium directly addressable by the computer's processor (main memory, however implemented) or on a medium indirectly accessible to the processor (secondary storage media such as hard disk drives, tape drives, CD-ROM drives, floppy drives, or the like). Consistent with the above teaching, program storage device 201 can be affixed permanently or removably to a bay, socket, connector, or other hardware provided by the cabinet, motherboard, or other component of a given computer system.

Those skilled in the art will also understand that a computer programmed in accordance with the above teaching using known programming languages provides means for realizing the various functions, methods, and processes as described and claimed herein and as illustrated in the drawing figure attached hereto.

Various embodiments of the invention are described above to facilitate a thorough understanding of various aspects of the invention. However, these embodiments are to be understood as illustrative rather than limiting in nature, and those skilled in the art will recognize that various modifications or extensions of these embodiments will fall within the scope of the invention, which is defined by the appended claims.

Claims (16)

1. A computer-based method of verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format, the method including at least the following:

locating the first shipping address information as stored in the first format, wherein the first shipping address information is provided during a customer initiated call over the telecommunications network;

comparing the first address information to the at least second address information as stored in the at least second format, wherein the comparing includes a field-by-field comparison of the first address information and the second address information;

quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, wherein the quantifying generates a score indicating how closely the field-by-field comparison match;

wherein if the field-by-field comparison are closely matched relating to city and state data of the address information, quantifying a difference between a street address portion of the address information; and

dispositioning the transaction according to either of the differences.

2. The method of claim 1, wherein at least comparing the first address information to the at least second address information and quantifying a difference between the first address information and the at least second address information are performed in real time relative to acquisition of the first and at least the second address information.

3. The method of claim 1, wherein locating the first address information includes locating address information stored as a text record.

4. The method of claim 1, wherein comparing the first address information includes converting the at least second address information stored as a speech record into a text equivalent, and comparing the text equivalent to the first address information stored as text.

5. The method of claim 4, wherein quantifying a difference includes identifying a difference in respective data fields between the text equivalent and the first address information stored as text.

6. The method of claim 1, wherein locating the first address information includes locating the first address information stored as a speech record.

7. The method of claim 6, wherein locating the first address information includes using an indexing mechanism to locate the first address information stored as a speech record.

8. The method of claim 1, wherein comparing the first address information includes comparing the first address information stored as a speech record to the at least second address information stored as a text record.

9. The method of claim 1, wherein quantifying a difference includes identifying a difference in respective data fields between the first address information stored as a speech record and the at least second address information stored as a text record.

10. The method of claim 1, wherein quantifying a difference includes establishing at least one threshold for a difference between respective text and speech representations of the first and at least second address information.

11. The method of claim 1, wherein quantifying a difference includes establishing a first threshold and at least a second threshold for a difference between respective text and speech representations of the first and at least second address information.

12. The method of claim 1, wherein dispositioning the transaction includes suspending processing of the transaction.

13. The method of claim 1, wherein dispositioning the transaction includes taking immediate action regarding an agent processing the transaction.

14. The method of claim 1, wherein dispositioning the transaction includes reviewing the first and at least the second address information associated with the transaction in a batch process before sending the transaction to a fulfillment entity.

15. Apparatus for verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format, the apparatus including at least the following:

means for locating the first shipping address information as stored in the first format, wherein the first shipping address information is provided during a customer initiated call over the telecommunications network;

means for comparing the first address information to the at least second address information as stored in the at least second format, wherein the comparing includes a field-by-field comparison of the first address information and the second address information;

means for quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, wherein the quantifying generates a score indicating how closely the field-by-field comparison match;

wherein if the field-by-field comparison are closely matched relating to city and state data of the address information, quantifying a difference between a street address portion of the address information; and

means for dispositioning the transaction according the difference.

16. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for verifying first and at least second shipping address information associated with at least one transaction conducted over a telecommunications network and stored respectively in a first format and in at least a second format, the method comprising at least the following:

locating the first shipping address information as stored in the first format, wherein the first shipping address information is provided during a customer initiated call over the telecommunications network;

comparing the first address information to the at least second address information as stored in the at least second format, wherein the comparing includes a field-by-field comparison of the first address information and the second address information;

quantifying a difference between the first address information and the at least second address information as represented in the first and at least second formats, wherein the quantifying generates a score indicating how closely the field-by-field comparison match;

wherein if the field-by-field comparison are closely matched relating to city and state data of the address information, quantifying a difference between a street address portion of the address information; and

dispositioning the transaction according to either of the differences.

US10/173,7942002-06-182002-06-18Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction
Active2024-09-15US7403967B1
(en)